Article Quick Links:
- Create an Answer
- Set Up a Proactive Campaign
- Define a Campaign Starting Point
- Select an Answer
- Schedule the Proactive Campaign
Proactive Campaigns leverage customer data to target specific groups of chatters with messages that drive your business goals.
Before you start building your Proactive Campaigns in Ada, you’ll want to start thinking about the goals you’d like to achieve, the customer segments you’d like to target, and the ways in which you’d like to communicate with them.
Create an Answer
To start building your Proactive Campaign, you will need to have an existing Answer, or create a new one. The Answer you create will define who your campaign will be shown to.
If you want your Campaign to be shown to everyone, skip this step, and go straight to Set Up a Proactive Campaign.
Configure a message in the Answer—this should be a Text or Quick Reply block that kicks off a conversation.
If you want to target a specific customer segment, use an Action Integration block to connect an external data source, and use the conditional block to segment the experience.
How to Target Specific Customer Segments
- Insert one of Ada’s Action Integration blocks to recall customer information from your CRM system. Click on the below titles to learn how to configure each block:
If you need information from a different third-party tool, use the Request block. To learn how to configure the Request block, see this article.
- Set up your Action Integration or Request block to save relevant information as variables. For instructions on how to save relevant information as variables, see this article.
- Add a Conditional block and create conditions using the variables you created. For instructions as to how to configure your Conditional block with variables, see this article.
- Drag in Text blocks or Quick Reply blocks to the relevant Conditional to create the messaging for the specific customer segments. To learn more about Text blocks, see this article. To learn about Quick Reply blocks, see this article.
If a chatter does not fulfill the conditions outlined in your Conditional block, they will not see a proactive message when your Campaign is triggered (based on your trigger settings.) Instead, they will be able to open up Ada by clicking on the widget and typing their question like usual.
Set Up a Proactive Campaign
To set up a new Proactive Campaign:
- From Build, click on Campaigns.
- Click the blue New Campaign button in the top right.
- Provide a name and a description. Both of these fields are only visible to you—not chatters.
- Click Next.
- Confirm that the Ada Embed script is embedded on any pages that you want the Campaign to be shown on. You can do so by inspecting the page (by typing Command+Option+i) and searching for the data handle portion script, which should look something like this:
data-handle=[YOUR BOT NAME]
- Click Next Step, in which you will define the Campaign Starting Point
Define a Campaign Starting Point
The Campaign starting point defines where and when the Proactive Campaign will be surfaced. There are two triggers available, you can use them individually or together.
- When customers visit specific URLs: With this trigger type, the Proactive Campaign is triggered only on specific web pages—be sure to include all URLs where the Campaign should be triggered. You can choose whether you’d like to include the exact URL, or what the URL contains, ends with, or a regular expression.
Learn more about URL matching below:
Option Definition Example Exactly Matches This option will look for the exact match of your URL. Query parameters will not be part of the matching logic. Specifying https://www.example.com/checkout in the configuration will match to https://www.example.com/checkout?q=hello and https://www.example.com/checkout/ Contains This option will match URLs that contain your specified string anywhere in the URL. Query parameters containing your Specifying example in the configuration will match to https://www.example.com/checkout and https://www.hello.com?q=example Ends With This option will match URLs ending with your specified string. Query parameters will be ignored for this option.
Specifying /checkout in the configuration will match to https://www.example.com/checkout and https://www.hello.com/checkout?q=example
Regular Expression This option gives you full control in specifying the matching URLs using the regular expression pattern matching language over the full URL, including query parameters. Specifying product[0-8]+[^9]*$ will match any page that includes the string ‘product’ and any number of any length afterwards, as long as the number 9 never appears.
- Start with code: For this option, you can attach the code snippet to any object on your site to connect a Campaign to a specific interaction. For example, use code to trigger a Campaign whenever a customer hovers over a certain object with their mouse. To copy the code, click on the grey copy page icon to the right of your Campaign name. Learn more about the Ada Embed code here.
While selecting the trigger, you can further configure how often to start the campaign, by clicking the buttons next to Frequency. This will decide how often the campaign message will be surfaced.
When you’re finished configuring the triggers, click Next Step, which will take you to the Answer section.
Select an Answer
Select an Answer to be triggered when a Proactive Campaign starts. Select an existing Answer or create a new one.
In the Answer Section:
- Select an Answer you created earlier.
- Click Next Step, which will take you to the Scheduling section.
Schedule the Proactive Campaign
You can schedule the Proactive Campaign to run immediately or in the future.
Here are some things to consider when scheduling your Campaign:
- If scheduling for a future date, you can include an ‘End Date,’ at which time the campaign will automatically stop running.
- You can choose to assign the schedule to a specific timezone, or match the chatter’s time zone.
- If you want to continue making changes before publishing the campaign, click Save For Later.
- If you are ready to launch the campaign, click Publish (if the Campaign is going to start running immediately), or Schedule (if the Campaign is scheduled to begin running at a future date).
To learn about Campaign reporting, see this article.